Returns, Refunds & Replacements

If you wish to return any item for any reason, you are invited to first contact our Customer Care team. Please send an email to to discuss any specifics and receive further instructions.

You are welcome to return any unwanted and unused items in their original packaging within 14 days of receiving the item/s.

Unwanted returned items can be refunded, or exchanged for an alternative item.

In the unusual event that an item breaks or no longer works correctly within a warranty period, the 14 day deadline will be extended. Please note that in the unusual circumstances of receiving a faulty item, the fault needs to be addressed to our Customer Care team at the earliest opportunity, at a maximum of 5 days from receipt of the item.

When returning parcels, please be advised that:

  1. The customer must contact the Customer Care team prior to returning the parcel to discuss all details. Please note that failing to do so may result in a return not being accepted.

  2. The customer is responsible for any and all return fees incurred when posting items back to London Lash Professional.  London Lash  will not be liable for any loss or damage Incurred as a result of the use of any chosen shipping service.

  3. No remuneration can be given before the products have been received by our staff. The customer is therefore advised to send any returns with a trackable option.


Refunds can be given on any returned item which is sent back within 14 days of receiving, after it has been checked by our goods-in department. Please note that no refunds will be given on items that arrive to our warehouse damaged, or that have been used.

Refunds will be processed only when the returned items have been received and checked by our Distribution Centre team, and may then take up to 10 business days to reach your account, depending on your bank. 

When an item is returned for a refund, please note that the original shipping fees are not liable to be refunded.


If you wish to exchange an item, the regular rules of the return policy apply.

In the event that an exchange item costs less than the original, London Lash will either refund the difference, or offer store credit for the difference.

If an exchanged item costs more than the original item, London Lash reserves the right to request this additional cost from the customer. This is taken on a case by case basis and is at the discretion of the London Lash Team.


In the unusual event that an item breaks or no longer works correctly within a warranty period, please contact our Customer Care team who will be happy to assist you in rectifying the issue. 

In the event that an item that is to be replaced is no longer in stock, a reasonable alternative will be offered to the customer.

For any questions, please contact our Customer Care team! ❤️